Customer Success Manager, Commercial Mid-Market

Stratus is a company that provides advanced MEP-specific solutions for contractors. They are seeking a Customer Success Manager for their Commercial Mid-Market team to manage a portfolio of accounts, ensuring customer adoption, retention, and expansion while collaborating with various internal teams.

Responsibilities:

• Own a portfolio of commercial mid-market accounts end-to-end, serving as the primary point of contact and trusted advisor
• Build and maintain multi-threaded relationships across champion, economic buyer, and executive levels
• Develop and execute tailored success plans aligned to each customer’s strategic goals and key business outcomes
• Proactively monitor account health, engagement signals, and product usage to identify risk and opportunity early
• Drive on-time renewals across your book of business, managing the full renewal cycle from 90-day forecast through execution
• Maintain a rolling renewal forecast with high accuracy and visibility in Salesforce or equivalent CRM
• Identify and mitigate churn risk through proactive outreach, business reviews, and escalation management
• Achieve gross revenue retention (GRR) targets and net revenue retention (NRR) targets
• Identify and qualify expansion opportunities (upsell, cross-sell, seat expansion) within your existing customer base
• Lead commercial conversations with customers, partnering with your aligned Account Executive to close expansion deals
• Develop account growth plans that outline the path to expansion over a 12–24 month horizon
• Contribute to pipeline generation by surfacing whitespace and referral opportunities within your accounts
• Conduct structured Quarterly Business Reviews (QBRs) with key stakeholders, presenting ROI, product usage insights, roadmap alignment, and forward-looking success plans
• Facilitate executive-level conversations that connect Stratus outcomes to the customer’s strategic priorities and board-level goals
• Build executive sponsorship programs and escalate appropriately when executive relationships need reinforcement
• Monitor product adoption milestones and proactively intervene when customers fall behind adoption benchmarks
• Partner with the implementation and professional services teams on complex onboarding engagements
• Serve as the voice of the customer internally, advocating for product enhancements, escalating support issues, and sharing market feedback with Product and Engineering
• Collaborate with Sales, Marketing, and Implementation on account strategy, case studies, and customer advocacy programs
• Contribute to CS team initiatives including playbook development, onboarding refinement, and internal training

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a client-facing role in a B2B SaaS environment
• Demonstrated track record of managing renewals and achieving or exceeding GRR/NRR targets
• Proven experience identifying and closing expansion opportunities (upsell, cross-sell) within an existing customer base
• Experience conducting Quarterly Business Reviews and presenting to VP/C-Suite stakeholders
• Comfort navigating executive-level conversations and building multi-threaded relationships within mid-market accounts
• Strong ability to forecast renewals and expansion pipeline with accuracy in a CRM (Salesforce preferred)
• Excellent written and verbal communication skills with the ability to translate complex data into business value narratives
• Data-driven mindset - must be comfortable pulling, interpreting, and presenting product usage and outcome metrics
• Experience with CS platforms such as Gainsight or ChurnZero
• Familiarity with CRM tools (Salesforce, HubSpot) and business intelligence or product analytics tools (Amplitude, Looker, Tableau)
• Background in a high-growth SaaS company managing a commercial or mid-market segment
• Experience in a product-led growth (PLG) or hybrid sales motion environment
• Knowledge of MEDDIC or other value-based sales/success frameworks
• MEP Industry Experience
• Experience with onboarding program design or customer enablement content development